If Carlsberg made end of the week reports…No live incidents, no live service requests and no live fixes! We’re going home very happy this weekend.
If Carlsberg made end of the week reports…No live incidents, no live service requests and no live fixes! We’re going home very happy this weekend.
Back in June, we told you about our SID Student Enquiry software going live. Now we’re back to tell you about a new component – Case Management – which we’ve made live in time for our new students arriving, and which will add value to their help desk experience.
But first, a quick recap in case the concept of a Student Information Desk is new to you:
Enquiry Management – what we’ve done so far
The SID system provides a 24/7×365 online support environment that facilitates the effective management of pre-applicant, applicant and student enquiries.
Students requiring support from the University can access the system via the MyHull portal using their student login credentials. Once in the system, SID provides the option for students to browse an FAQ knowledge base to self-serve and find a solution to their problem. If the student can’t find an answer in the FAQs they have the option to ‘Log an Enquiry’ requesting assistance with their issue. The SID system will then allocate the enquiry to the relevant university team or department based on the category selected by the student.
The departments currently using the enquiry management system are:
Coming soon: We’re aiming to have the SID system transitioned into these additional departments in the coming months:
At the moment only current staff and students are able to login to the system but it does provide support for applicants and general enquirers via email harvesting. The e-mail harvesting function allows pre-applicants / applicants to email into a service such as email@example.com. SID then harvests the enquirer’s email from the inbox into the SID system and logs an enquiry for them. It lets the enquirer know their email has been logged as an enquiry in SID and that to update their enquiry, they just have to reply to the email from SID. The response is then harvested into the system and updated on the original enquiry.
Staff can answer all enquiries via SID, removing the dependency on email (which is not easy to manage, maintain or report on) for student support.
The long-term goal of the system is to provide a central one-stop-shop where enquirers can log a question, issue or query on the system which then allocates it to the relevant department. This takes the onus off the student having to know which department or service to contact.
The system records and tracks all the enquiry correspondence between the allocated department / staff member and the enquirer, providing a full conversation history. The enquirer is given a unique reference number for their enquiry, enabling them to track their progress at any stage via the SID student portal.
So – what’s new?
Case Management: From last week the University’s Student Wellbeing, Learning and Welfare Services (SWLWS) department have been able to use the latest live component of SID – namely Case Management.
The benefits include allowing the team to manage student casework much more effectively, providing integrated and efficient information sharing within and between teams and services.
The Case Management functionality gives SWLWS the opportunity to record confidential case notes in the SID system too. The component is strictly access-controlled so that only the SWLWS team can access the case.
The current SWLWS teams using the Case Management system are:
The intention, come the main registration activity later in September, is for the SWLWS department to be familiar with and efficient in utilising the Case Management functionality in SID to record all new student Case Notes. Existing cases for returning students will be migrated into the SID system on a continuing ad-hoc basis.
As a bonus, it will also mean moving on to paperless case recording.
The University Admissions service (UCAS) runs Clearing to offer prospective students the chance to apply for university courses that still have places available. It’s for those who’ve not received any offers, have rejected all their offers, or have missed the conditions of their offers.
In an increasingly competitive recruitment drive on A Level results day, universities across the country were geared up to fill places on their courses via Clearing.
According to The Guardian (Thursday 18 August 2016 17.09 BST) there were 41,000 courses with vacancies listed on the UCAS clearing website on Thursday afternoon – up from 37,000 at the same time last year.”
“By midnight on A-level results day, 11,180 students had secured university places through clearing, which is more than double the number five years ago, according to UCAS.” Source: Daily Telegraph: 18 August 2017 • 2:38PM
As we mentioned a couple of weeks ago here at the University of Hull, Clearing is a key event in our academic calendar. It’s also been something that our SIS programme team has been working towards all year – developing and implementing the SITS system in time for Clearing was a major milestone.
Director of ICT, John Hemingway commented: “We’ve invested over £30 million in a programme of change to transform our ICT services. Clearing this year brought together a new web presence (which dealt with an 85% increase in users visiting the site compared with A Level results day last year), a new student information system (SITS) and a new telephony system – what could possibly go wrong?!
Thankfully all the elements came together, through a structured programme of work for the SIS team involving developing and testing the system and then training staff across the University how to use it, culminating in a series of dress rehearsals. All the staff involved played their part and made this year’s Clearing a very special event.”
At times it’s been a bit like doing a heart transplant. We’ve had to open up the University’s rib cage and piece by piece replace vital organs whilst keeping the body alive, with everything still connected and functioning.
As part of our preparation for a successful Clearing Day we held three dress rehearsals to test the SITS system.
Director of Student Recruitment, Deborah Green, observed these: “There were some challenging issues but the SIS team worked very hard to resolve them, discovering them in good time rather than having to cope with them in the full ‘rush’ on the big day. The call centre agents found the practice extremely helpful and as a result we all went into A Level Results Day with a far greater degree of confidence. Many of those who’d worked on Clearing before found the systems far easier to use and much improved on previous years, which is a lovely accolade to the SIS team.”
So, how did it go on the day?
We caught up with Business Systems Analyst, Alison Hudson, who had volunteered to be one of our call centre agents. She shared her experience of working with the new system on Clearing Day:
“Having experienced Clearing several times here over the years, I found the new SITS system much more simple and straight forward to use for logging clearing enquiries:
“The call centre was well supported on the day by the SIS team. Staff were on hand to help and resolve any problems due to operator error and helped to rectify them quickly, and through active monitoring of enquiries logged, helped identify any problems with users incorrectly logging data. There were no system issues with SITS on the day, availability and responsiveness of the software was perfect.”
University Registrar and Secretary, Jeannette Strachan, was quick to thank the teams for all the fantastic work that they had done for Confirmation and Clearing. “I have heard lots of positive feedback both about the system but also about the support that the teams have provided. Everyone has felt very well supported. I know that that hasn’t been achieved without a huge amount of work, patience and good will. I went around all the locations with the new VC Susan Lea and she wanted me to pass on her thanks too.”
SIS Programme Manager, Barry Storey, and SIS Service Manager, Simon Pownall, reflected “We know it’s not been easy but we have delivered a credible solution that is stable and reliable. The gratitude from Jeanette is also a tribute to how we work together as a team, as much as it is about what we have achieved together. We feel enormously proud of everyone in the team.”
But the work’s not over yet – we’ve another year on the implementation team to get everything up and running in SITS. And of course we’ll be gathering feedback from more staff who used SITS for Clearing, to see how we can improve the system for next year.
Clearing is important to the university and we’re proud that we’ve always had really good feedback about how we treat enquirers and applicants in Clearing. Of course it’s a competitive day across the country for most universities, as we all seek to attract further students. Last year at Hull we were extremely successful, recruiting 730 students during the clearing period.
So one of the biggest milestones on our SIS Programme timeline this year has been to get the new SITS system ready for Clearing, and to get the staff who’ll be working on Clearing from 17th August (A Level results day) trained on using it to deal with calls.
With over 100 staff working in our call centre on the day, and a range of academic tutors ready to talk to applicants when they’re put through, our training manager, Emma has been extremely busy over the last few weeks.
Alongside colleagues Sheila Dowling and Kathy Olivant from the Admissions team she’s co-delivered an overview of what the new SITS system looks like for Clearing, shown how to log enquiries and run through a range of scenarios using Caller/Call Centre role play. She’s also provided training materials and created the opportunity for all involved to access the new system in our ‘training environment’ to familiarise themselves with it before the big day.
So far we’ve trained 161 staff for Clearing (75 Academic Staff and 86 Call Centre Staff) and have more sessions lined up for 57 (38 Academic Staff and 19 Call Centre).
If you, or someone you know, wants to apply to the University of Hull via Clearing, here’s the website, or you can call on 01482 466 100 and our team will be happy to help anyone enquiring either before or after A Level results day.
Great news! We hit another project milestone this week with the roll out of the latest version of SID on 26th June. Five days in and you can see from this screenshot that 410 student enquiries have been resolved so far.
A couple of months ago we gave you an update on the Student Information Desk (SID) and promised to come back with more information about upgrading to the latest version. We recently sat down with Project Manager, Dan Saville, to find out the latest news, just before the latest phase went live on 26th June.
“We’ve just finished five days of User Acceptance Testing (UAT)”, he told us “and we’re on target to go live with this latest version on June 26th . This new version is more intuitive, and easier for everyone to use as you’ll be able to see everything on one screen. Once it goes live, all applicants and current students will be able to use it.”
“Staff who’ll be using it have helped the SIS team with their testing and end users are being trained this week.” We spoke to some of our colleagues in Student Services who were involved with this to find out how they found their experience of testing
‘we have found the UAT to be a good way to consolidate our learning, as the system is so new it has allowed us to become more familiar with its layout and functions. We have incorporated the user stories from the UAT as part of our own training on the system’
The system will be rolled out to any team or department that supports student enquiries. Initially it’ll be used by
And the functionality we’re going live with at this stage is
We’re anticipating that the most use will be during registration where it’ll be supporting registering students with their enquiries.
Given that last week we were doing User Acceptance Testing on SID, and this week we’re training end users, we decided to invite our colleagues from the Student Services Directorate to another of our roadshows.
It was a chance for us to update them on where we are with SID (Student Information Desk) and SITS (the software we’re using for course and student management). Colin Colborn from the SIS team led the proceedings with some slides, a Who Wants to be a Millionaire-style quiz, and a Question & Answer session.
Watch this space for a quick catch up with the SID Project Manager Dan Saville.
If we’ve seemed a little quiet recently, it’s because we’ve been very busy behind the scenes developing, preparing and testing software critical to support priority business functions planned for this summer.
On the SIS programme, we ensure that any software we develop and implement for staff or students across the university is “fit for purpose”. To ensure this, we systematically gather requirements from various departments across the university, convert them into “User Stories” which then get developed in Agile Sprints (SIS Development Approach) and tested before deployment into live.
CAS functionality goes live
The good news this week is that CAS (Confirmation of Acceptance for Studies) went live on Monday evening (5th June) so we can now produce a CAS from the SITS live environment.
A CAS is needed to support Tier 4 student visas required by some international students to live and study in the UK. More information can be found on the government’s website.
What is UAT and why do we do it?
User Acceptance Testing (UAT) – is the final test phase in our assurance approach where software is tested with ‘live like data’ by the business users who will be using it to carry out their work on a day to day basis in live. They’re the ones who know exactly what it needs to do and can confirm that it meets the needs of the business and hence is “fit for purpose”.
For the last couple of weeks we’ve been focusing on the SITS CAS module where we’ve concluded User Acceptance Testing (UAT) carried out by a selection of end users from Admissions, Visa Compliance and Finance teams spread over six days. The activities were co-ordinated by the testing team with support from the Product Owner and Developers.
How does UAT work?
So, for example, for Admissions we would develop business scenarios where an applicant who has applied for a single course and requires a Tier 4 Visa is then able to complete the questionnaire for the CAS which is subsequently sent to the applicant and to UKVI (UK Visas and Immigration).
For this we create dummy applicants (you know the ones called Micky Mouse or Lady Gaga) and test their experience of using the system to make sure it can handle the required tasks in ‘real world’ scenarios. Only when all business critical functions work as expected does the system (or upgrade) go live.
Given the challenges we faced in testing and delivering the solution to schedule, we delivered training in parallel to the User Acceptance Training so that users were able to familiarise themselves with the system ahead of it going live.
As CAS generation is expected to ramp up during June, we’ve offered users the support of the development and testing teams and space in our office, to make sure we are nearby should they need us.
Next up, we’re testing for Clearing, and will bring you an update soon
We thought we’d give you an update about where we are with SID. Some of you may know that we went live with a small element of it in May last year, and might even have tried your hand using it. However it wasn’t rolled out across all users and all enquiry management – and for it to be effective we needed that to happen.
For Phase 2, we’re using a new, much better and more intuitive version of the application and ensuring it’s configured to meet departmental implementation requirements.
Those who’ll be affected include
If the concept of a Student Information Desk is new to you – here’s a quick recap: It’s an online ‘enquiry management’ system that basically lets us manage enquiries from applicants and existing students via email and web form submissions along with the traditional problems or enquiries raised face-to-face at a help desk. The system records and track queries and any related correspondence, providing the student with a reference number so that they can track progress via the SID student portal. It will also capture case and diary / appointment management. So students will be able to raise questions, report a problem or ask for help and staff will be able to provide an answer or pass on to colleagues in other teams or departments who will then respond and provide the answer via a single end-to-end solution across any student support service across the University.
The identity of the student is recorded and becomes part of the on-going record of information stored about that student.
So What Happens Next?
Over the next few months we’re aiming to upgrade to the latest version with a student-facing view, kick-starting the enquiry management again with Ask HU, Careers, and Accommodation. Then the Student Financial Services and Registry implementation of enquiry management – and for all of these we’ll be able to use what we call ‘email harvesting’ to help us track the enquiries and enquirers. One of the new benefits arising from this is that because email harvesting is a way of linking SID with existing email accounts which are used to receive student enquiries, these enquiries are automatically entered into SID and the user won’t have to consistently check multiple email accounts.
Next we’re intending to provide case and diary/appointment management to support Wellbeing and have things in place for dealing with enquiries over the student registration period.
As the next Admissions cycle begins we’re aiming to be able to process most of the application enquiries in October, moving through to an estimated end to this workflow by Spring 2018 with the Library and ICTD coming online.
We’ll be contacting relevant teams with dates and further information as soon as we can and will also provide progress updates via this blog.
Fees, Funds and Finance (FFF) is one strand of the SIS programme that goes across the entire student lifecycle. Kicking in at the applications stage, it covers
As we roll out FFF through the project, our aim is to ensure that the benefits for both staff and students are realised.
One of the first things we did was to ensure the requisite elements were ready for Admissions Phase1 going live last Autumn. This was for all UCAS undergraduates applying to study here. Tuition fees for UCAS undergraduate students are now all on SITS and our offer letters to applicants are using that data.
We’ve created a Funding Predictor within our applicant portal so applicants can get a feel for what scholarships and studentships might be available to them. Also new for the admissions stage is the way we can now manage data around student sponsorships earlier than ever before. Usually relevant for overseas or postgraduate students, new applicants can provide a sponsor’s letter to Student Financial Services and we can get it on the system before the student arrives.
What’s next, for Phase 2?
In the next phase we’ll be introducing a Fee Discount Tool. This will be used by faculty teams to better coordinate the discounts they offer to incentivise high calibre students to apply for certain courses, especially at postgraduate level.
Funding nominations, where a member of staff can log a studentship or scholarship against a student via a two-stage approval process will be more visible across the board for staff to see which students have been nominated and which funds have been allocated.
Tuition fee deposits will be trackable and visible to staff and associated to the relevant student’s account.
Once their financial account is online the student will be able to see their credit, debit, any overpayments, any loans from the Hardship Fund and so on. As we develop the Student Record strand (see previous post) the FFF strand will be needed to support it to
The FFF strand also underpins the work carried out by our Ask HU physical cash desk, where students come to pay for some things and the system will log any activity or payments on to individual student records.
So there really are benefits all round with this improved student financial management tool.
Students will benefit by being able to manage their university-related finances on line and have an accurate picture, at any time, of their financial status. They’ll also have improved access to information about funds, such as eligibility and timelines.
Staff will find it easier having all the required financial information in one place and having a single view of the student’s financial status. It will also be faster and easier for staff to access financial data and there will be less paperwork to produce and process.
As a University we’ll be able to produce better quality management information, improved reporting for forecasting, and improved quality of data and information for regulatory reporting.
We’re still progressing with our project to create a new Student Records system. This is the information we collect and use to create a profile for each of our students from the day they commit to their place with us, through to the day we hand them over to our graduation team. It covers registration information, enrolment, course/module choices, withdrawals, study breaks, suspensions, course changes, data for timetabling, placement information and financial support. Not all of it is new, but we are improving the current system to make it much more efficient.
The old system was okay but it didn’t do everything we needed it to and the improvements we’re making will benefit both our staff and our students. It will be easier for staff to access information about students and easier to view and manage complete records.
Let’s start with the day the student commits to coming here. The University of Hull is going to be their new home for the next few years and we want to make sure they feel part of our community as early as possible. What is currently called the ‘Roll In’ stage, where they come on board as a student rather than an applicant, will now be called ‘Applicant Transfer (ATR)’.
The next step is to get them to register online. This allows us to now gather more information than we could before and one of the benefits is that fewer students have to physically go and queue up to sort out student finance or visa requirements when they arrive. Some still do, but we will be able to do a lot more online before they get here, as we’ll have a fuller picture of the students. Earlier engagement with the student will really help them feel part of the University community before they arrive and familiarise themselves with what their student lives might feel like. As we’ll now be able to do this sooner than we’ve been able to before we’ll be able to help more students before they get here and more data means we can plan earlier too.
Continuing students will benefit from the new student record system too – they’ll be able to re-register online and sort out any issues (for example tell us about a new address or a problem with their funding) at an earlier stage.
Another benefit will be our ability to create automated communications to students via email or text messages, such as prompting students to complete the online registration process, or sending a text message the night before face to face registration, reminding them when and where to go and what to bring.
We’re currently working closely with our colleagues in Admissions, Student Finance, Registry and Faculty Hubs to ensure what we create will meet their needs and help them provide the support to students using the system.
Our current focus is the registration side, we know what we want the new process to be and have almost finalised specifications to allow us to start building it. It’s an exciting phase of the work and we’ll keep you updated with our progress.